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The Challenge
Disconnected Systems Left Reps Flying Blind
Crestview’s 15-year-old order writing tool became a significant liability as customer expectations evolved. The most critical flaw was its lack of live ERP integration with NetSuite — data syncs happened only two to three times a week, leaving sales reps working with outdated inventory levels, order history, and invoice data.
This forced the operations team to manually extract data from NetSuite, manipulate it in Excel, and hand-build personalized presentations that were printed and physically handed to reps before appointments. During customer meetings, reps had no way to look up invoices, credits, or order history in real time, relying entirely on memory. The overall experience felt slow and incomplete, increasingly out of step with the seamless, information-rich interactions customers had come to expect from modern digital commerce.
A lot of things didn't get communicated because the previous system wasn't integrated with our ERP. That created a lot of manual processes — pulling data from our internal system, translating it, and then providing it to the sales reps.
The Turning point
One Connected System Built Around How Reps Actually Sell
Crestview’s replacement criteria were non-negotiable: live NetSuite integration, richer rep-facing information, and fast adoptability across a 140-person field team ahead of trade show season. WizCommerce delivered on all fronts. The NetSuite integration was custom-built to match Crestview’s unique configurations, enabling continuous two-way data flow — meaning reps now see live inventory, order history, invoices, and credits the moment they open a customer account.
This eliminated the manual, hours-consuming cycle of data extraction and distribution that had burdened the operations team. The rollout onboarding 140-plus reps across two brands at the start of trade show season was high-risk, but succeeded due to WizCommerce’s intuitive design and strong support structure. The primary adoption challenge was habit, not complexity; reps who had spent 15 years on the old tool adjusted quickly and built the new workflow with speed.
They listen to what we need, not just what we ask for. I may not always know the right terminology to ask the question, but WizCommerce has done a great job of understanding what we actually need and delivering it.
AI in Action: Personalizing Customer Interactions at Scale
WizCommerce’s AI layer transformed how CrestView’s reps prepare for and conduct appointments. Preparation is now automatic and fully personalized — reps arrive with a complete account picture, including purchase history, regional trends, and system-generated recommendations.
AI-powered suggested selling surfaces relevant products based on each customer’s buying behavior, while instant access to invoices, order history, and credits means reps can answer questions on the spot. The result is more productive appointments, tailored conversations, and stronger rep credibility.
The AI capabilities allow our reps to be fully prepared for their customer. They can answer all of their questions, check order status, invoices, credits — all very quickly, for the best use of the customer's time in the appointment.
Results and Business Impact
Smarter Reps, Faster Operations, Better Selling
WizCommerce eliminated the operations team’s continuous cycle of extracting and distributing NetSuite data, freeing their time for higher-value work. Reporting that once required multi-source Excel manipulation now lives inside WizCommerce, giving reps real-time territorial insights to prioritize their day.
For the field team, appointments are better prepared, more personalized, and more productive — with reps resolving customer questions on the spot rather than following up later. Despite 15 years of ingrained habits, adoption was swift across both brands, with previously resistant reps now actively preferring WizCommerce. For a business of Crestview’s complexity, having everything running through one connected, intelligent system is not merely a convenience — it is a genuine competitive advantage.
WizCommerce's Sales Rep App really helped us focus on how we want to show the product to our customers the way they need to see it. We were able to show the data we needed, functionalize it the way we want, and get our message across.
